Written on: 19/04/2012
Horrible bank. They don't know what they are doing.
I have been with them since birth, so did not know any different. I wanted to make a payment online one day, and when I went to do so, I was not receiving the verification text message. My mobile number had to be changed in branch, they told me when I phoned up.
I changed it in branch, and when I did this, the adviser needed ID - he used my credit card (which seemed strange), and he started talking about how the Santander Credit Card is better (I do NOT appreciate being sold to in this way, especially when I just came in to change details on my account).
After going home, the internet banking still wouldn't work. After phoning I was advised that my mobile number for my One Time Passcode needed changing, and that I had to go in branch to do this.
Staff in branch had no clue as to what this was about, and the adviser from before was rather shirty with me, he told me to use the in branch phone and 'if there was a problem, call him over'. Perhaps he was annoyed I didn't take out the credit card with him?
On the in branch phone I was told that my mobile number for One Time Passcodes can only be changed over the phone AND IN BRANCH, as staff in branch are not trained to alter the number, but someone needs to see ID.
This time, my credit card was not enough as a form of ID, I needed photo ID.
After this fiasco I decided to change my account. Surprise, surprise, after waiting over 2 weeks for Santander to get back to my new bank with the transfer of funds and direct debits, there has been no reply. My new bank even called me up to make me aware of this.